Who We Are:
Museum of Ice Cream transforms spaces into imaginative, interactive experiences where connection, joy, and creativity take center stage. Our immersive locations are designed to spark wonder, with ice cream as the playful medium for meaningful memories.
Who You Are:
You are a dynamic and thoughtful operator who leads with clarity, creativity, and accountability. You're passionate about hospitality and believe great guest experiences are powered by great teams and great systems. You're energized by complexity and scale, and you know how to create order without sacrificing magic.
You've run multi-unit operations with high guest volume and ticketing. You know how to manage performance across P&Ls, teams, and timelines. You're both strategic and hands-on — equally comfortable reviewing a dashboard or walking the floor to coach a manager in the moment. You're eager to use new tools (including AI) to work smarter, not harder.
Most of all, you see operations not just as logistics — but as a platform to deliver unforgettable, brand-defining moments.
What You Will Do:
As Director of Operations, you'll oversee Museum of Ice Cream's physical sites and lead a team of General Managers to deliver consistently excellent experiences and operational outcomes. You'll bring discipline to our execution, while making space for play, performance, and personalization at every turn.
Key Responsibilities
Guest Experience & Culture
- Lead the guest experience accountability across all sites — setting clear standards for hospitality, performance, and show quality
- Ensure each location delivers a 10/10 experience, measured by guest feedback, internal brand reviews, online guest reviews, and real-time observations
- Champion a culture of connection, creativity, and delight, making every site feel like a world of its own
- Partner with Experience Design, Brand, and Operations teams to bring scripting, storytelling, and site identity to life
Operational Excellence
- Own day-to-day performance and long-term planning across all operating US-based locations
- Ensure staffing, labor, and scheduling models meet business needs and deliver strong guest flow
- Develop, implement, and scale operational playbooks and SOPs to ensure consistency and flexibility
- Drive readiness for peak seasons, programming, and events with tight coordination across teams
- Use tech (including AI) to eliminate inefficiencies in backend processes, reporting, and planning
Financial & Business Leadership
- Manage P&Ls across multiple sites, ensuring alignment with revenue, margin, and cost goals
- Partner with Finance to review and act on performance data — revenue per guest, COGS, labor %, etc
- Identify growth levers and operational efficiencies to improve site-level profitability
- Support the roll-out of programmatic offerings that enhance the guest experience and drive additional spend
Team Development & Site Leadership
- Directly manage and coach General Managers, building high-performing, accountable teams
- Promote clarity, speed, and empowerment across all levels of the org — ensuring managers feel supported, not bottlenecked
- Ensure consistency in hiring, onboarding, training, and coaching in partnership with the People team
- Embed a culture of feedback, recognition, and continuous learning across all teams
Cross-Functional & Strategic Operations
- Partner with Creative, Marketing, Construction, and HQ Ops to ensure alignment between brand, experience, and execution
- Actively contribute to company-wide planning, systems design, and OKR setting
- Manage through change, ensuring clarity and morale through transitions and new rollouts
Requirements
What You Bring
- 5+ years of multi-unit management experience in guest-facing, ticketed, or high-volume environments (experiential, hospitality, retail, attractions, etc.)
- Experience managing complex operations across people, financials, and process
- Strong coaching skills and a bias toward action and accountability
- Proven ability to manage through ambiguity and change
- Tech-savvy with openness to using AI and digital tools to streamline and strengthen operations
- Operational leadership grounded in data, logic, and clear metrics — but always in service of the guest
- A love for systems, but an even deeper love for building teams that thrive within them
Benefits
Compensation:
The compensation package for this role includes a base salary between $130,000 - $160,000 USD, an annual bonus, as well as an equity component. Total compensation is dependent on experience and skill alignment with role.
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Museum of Ice Cream and our parent company Figure8 are equal opportunity employers and value diversity at our companies. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected class.
